Customer Excellence for Finance Staff
Training Description
This course will enable participants to understand who their customers are and what they require us to do in order to improve and deliver customer excellence.
The Course Suits
Anyone working in a customer service role within a finance or collections environment.
Training Benefits
- A greater understanding of the customers needs and how they rate customer excellence
- Understand why customers complain especially when there is a financial implication and how to put things right
- A greater understanding of the basic financial acts that govern what we do
- How to measure and track customer excellence
Course Timetable
09:30 - 09:45 Coffee & Course Objectives
09:45 - 10:30 Customer Excellence
(What does it mean to you? Why should we bother? The good v the bad)
10:30 - 11:00 Benefits of Delivering Customer Excellence
11:00 - 11:15 Coffee break
11:15 - 12:00 Know your Customers
12:00 - 12:45 Developing Customer Excellence
(Customer expectations, service evaluation)
12:45 - 13:45 Lunch break
13:45 - 14:45 Customer Complaints
(Why customers complain, dealing with difficult customers, benefits of complaints)
14:45 - 15:30 Act Upon It!
(Understanding some of the financial acts that govern what we do)
15:30 - 15:45 Coffee Break
15.45 - 16:30 Have we got it right?
16:30 - 16:45 Summary & Action Plans Agreed
© PTP/502
Customer Excellence for Finance Staff training course available to book:
| Training Location | Training Date | Training Discount | Book Trainging |
|---|---|---|---|
| Leeds | 09-09-2008 | £332.00 | Book Customer Excellence for Finance Staff Course Online |
| London (Lombard Street) | 11-09-2008 | £373.50 | Book Customer Excellence for Finance Staff Course Online |
| Training Location | Training Date | Training Price | Book Trainging |
|---|---|---|---|
| Leeds | 09-09-2008 | Now Special Offer! |
Book Customer Excellence for Finance Staff Course Online |
| London (Liverpool St) | 11-09-2008 | £415.00 | Book Customer Excellence for Finance Staff Course Online |
Description:
This book demonstrates how every customer is in some way unique and how to segment them by value, pattern and buying criteria. It explains the techniques of 'customerized selling' and provides strategies for developing a business where every customer's need is not just provided for but anticipated.
Please note that books will not be delivered unless they are paid for in advance this can be done by credit card on the website or by posting a cheque.
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